Xfinity Mobile Promotion Denied without Telling Us Why

We went to the Xfinity store 3 days ago to switch our Verizon Wireless service to Xfinity Mobile with the Buy 1 Get 1 line for free promotion. After going through several steps we were told we did not qualify. Nobody can tell us why we don't qualify other than they say we can change our older Triple Play service into one of the current ones, basically wiping out the savings the promotion would bring us. The promotional offer only says that we need to have Xfinity internet service and that is included in our triple play but they don't accept that even though there is no literature saying older internet plans don't qualify.

Responses

XfinityAlfonso

Official Employee

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1.2K Messages

1 year ago

Good Afternoon @jackn2 thank you so much for taking time and relaying your experience via our Xfinity Forums. We're so sorry about this frustrating experience with attempting to take advantage of the BOGO offer. There may be several factors that can contribute to not qualifying, and we can certainly go over that 1-1. Your home-based services plan and the BOGO offer are different though, so I do want to try and address that as much as possible.

Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name and address, and I'll be happy to help.

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jackn2

Visitor

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2 Messages

We eventually got it resolved once we were able to speak with the store manager. However, she did have to do some digging which was very frustrating. It ended up that the package we currently had included a promotional discount and we are only allowed to take care of one promotional discount at a time. We had to change our services in order to get an updated promotion. It was very difficult to find this out.

1 year ago

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XfinityAlyssaA

Official Employee

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1.7K Messages

Thank you for taking the time to report back to us @jackn2, we're glad to hear the store manager was able to assist and apologize for the frustrating situation. If there is anything else our team can help with, please let us know.

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1 year ago

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user_kh4t5h

1 Message

1 year ago

Looks like my Buy1 Get1 promo is getting denied. When I got into this promo, I had checked with the online and store representative about the qualification criteria for this offer and I was just told that I needed to be an Xfinity Internet customer, no other questions were asked. Today, when I see the bill did not include the $30 credit for this promo, I'm been told that I was an Xfinity Mobile customer in the past (December 2022) and that's why I don't qualify for this offer. I was misguided by the online and the store reps when enrolling into this offer. I need to get the $30 credit as mentioned in the promo.

Thanks.

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XfinityKassie

Official Employee

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1.3K Messages

@user_kh4t5h Good afternoon! Thank you for reaching out to our Community Forums Team. We appreciate you sharing your concerns, and I'm happy to get you in the right direction for a solution today. So that I may access your account, can you please send a Direct Message with your name and service address?

Click "Sign In" if necessary
Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

1 year ago

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user_jbvj1t

2 Messages

I also have the similar issue. I am xfinity internet customer, recently signed up for 3 mobile lines with this promotion(Buy One Unlimited Mobile Plan, Get One Line Unlimited Intro Free for 12 Months). I have the order details which shows the promotion. I activated all the 3 lines on Oct 14th, My first bill is generated From Oct 14th to Nov 13th. I have been changed from 3 lines ($30 each). I don't see the promotional credit $30. I have called 2 days ago , rep mentioned that promotion has been applied and I should see the credit and bill change in 24 hours. But there is no change after 2 days. I called today as well. but no luck , Both the reps mentioned that account is eligible but due to system's issue it's not applied. I sent direct message to support as mentioned in above message,

1 year ago

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XfinityKatie

Official Employee

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744 Messages

We want to ensure you get the support you need on this @user_jbvj1t. We did receive your private message and will be replying there for further assistance!

In the future, please avoid sending our team a private message before being asked to do so directly by an Xfinity Employee. While you may see others be asked this, we do ask that should you need account specific support to please first make your own post on the proper support board, and then one of our team members will invite you to send us a private message if required. This helps ensure you are not sending unsolicited messages and following the community guidelines. Thank you for using our community here for support with your issues!

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

1 year ago

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user_mkg7pr

4 Messages

1 year ago

They did the same thing to me, but it was stated I couldnt get the 800 off for just one line so I considered getting 2 lines, just for it to then be denied due to their requirements of having 3+ lines ported over & their requirements of having different home services added on..

The denials were applied for all of the offers - the bogo on the buy a line get a free line for 12mo., as well as the $800 off a 5G phone for 'porting in' offers (black friday deal)....

I believe and think it's just for show so that they can upsell the home packages & further rip people off..

I'm already paying over $110 a month just for internet alone, and they were trying to say I had to have a new combo package on my home services before I could get the line and device offerings... Didn't say that ANYWHERE in the advertisements, and its totally pushed me away as a customer.. deceive me once shame on you deceive me twice shame on me, you wont have a third opportunity.

It seems they've sure grown keen to pushing customers away these days... I wouldn't recommend anyone to even waste their time with xfinity..

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Rachelg1

3 Messages

11 months ago

NO ONE TOLD ME TO COME IN TO DROP MY 40 to 30.

I had to figure that out on my own. From my case manager who helps me figure out my son’s budget. Since I’m under that new bill.

NO ONE TOLD ME. I budget every single penny. I use my devices to help him speak as we await his AAC device on a miniature screen.

but hey. WHEN I GO IN YOU DECLINE. I had a 800 score, but I paid off every device to THE MOMENT I left. Your service says AND CLAIMS they help.

you should be ashamed.

[Edited: "Inflammatory"]

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Rachelg1

3 Messages

And I won’t be be afraid to say, Kokomo Indiana, I have TRIED AND TRIED. Your store, your whole XFINITY AS A WHOLE, should be ashamed as an equal.

11 months ago

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Plan

jackn2

Xfinity Mobile Promotion Denied without Telling Us Why

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XfinityAlfonso

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